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IT Helpdesk TechnicianJive Software

THIS JOB HAS EXPIRED

Jive Software's IT team is seeking a highly motivated Helpdesk Technician for an opportunity in our growing Palo Alto headquarters. The ideal candidate has a blend of strong technical skills and experience providing first rate customer service. This position represents an exciting opportunity to be a part of Jive's expansion into the enterprise software market.

Responsibilities
Deliver quality customer service to all computer users.
Be the primary point of support for end-users. Respond to requests for technical assistance in person, phone, email, and IM
Diagnose problems by asking accurate, concise questions in a professional and timely manner
Research questions using available information resources
Advise user on appropriate action
Follow standard help desk procedures, log all help desk issues
Identify and escalate situations requiring urgent attention
Track and route problems and requests and document resolutions
Stay current with system information, changes and updates
Educate and support users with Mac OS X, Windows, and Linux applications and operating systems in a software development company environment.
Create and maintain user and group accounts across platforms and applications.
Manage desktop hardware and software procurement, refresh cycles and forecasting.
Handle Windows, Macintosh and Linux desktop support
Provide technical support in the configuration, installation, and maintenance of desktop systems and peripherals
Move and install new equipment
Required Skills and Experience
Experience supporting users in a help desk, customer service environment.
Good knowledge of multiplatform environment - desktop operating systems (Windows 7, Mac OS X 10.x, Linux).
Computer hardware experience - setup, maintenance, upgrade, troubleshooting (HP and Apple portables preferred).
Must have strong time management skills and be able to work independently with minimal supervision
Excellent in customer service, interpersonal, organizational and communication skills.
Excellent decision-making and problem solving with proven ability to work in a diverse organization.
Ability to analyze and document system processes.
Reliable and dependable work habits.
Ability to challenge conventional practices; adapt established methods for new uses and pursue ongoing system improvement
BA/BS Computer Science or equivalent degree preferred.